Streamlined booking platform brings new global capabilities and growth

A DOMINICANA CASE STUDY

and growth

Ambition:Viajes Dominicana Tours handles over 115,000 bookings annually through its user-friendly website and responsive call center.

A CASE STUDY DOMINICANA

It’s one of Spain’s best-known and highest-volume leisure travel

agencies, specialising in vacation packages to the Americas and

Caribbean. Thanks to the more scalable and seamless online and call

centre solutions by Sabre, and better visibility into fl ights and

accommodations, DOMINICANA’S booking volume is up 20 percent

and its prepared for even more in the future as they open new

markets and offi ces.

Though it’s only a small coincidence,

Lilian Núñez and the great Spanish

explorer Vasco Núñez de Balboa

(1475 – 1519) share more than a

surname: they’re both known for

enabling exploration of the Americas

and Caribbean.

While Núñez de Balboa was one of the fi rst

Europeans to lay eyes on Latin America and the

Caribbean, Lilian Núñez and her team at Viajes

DOMINICANA Tours helps thousands of Spanish

travelers get there each month. As general manager

at Viajes DOMINICANA Tours, Núñez leads a group

of 30 travel professionals dedicated to fi nding the

best routes, rooms and prices for their expanding

customer base.

DOMINICANA’S growing for good reason:

investment in new international offi ces and new

destinations are paying off, and adding volume fast.

In addition to its two offi ces in Spain, it also has

offi ces in Argentina, Columbia, Dominican Republic,

Mexico and the United States. The international

offi ces are also driving a need for new technology

partners, too.

“Our other technology vendors simply couldn’t keep

up with our international scalability requirements and

our pace,” said Núñez. “We needed to fi nd a more

fl exible development environment so we could make

changes more quickly, and customize the platform for

our expansion plans, and more importantly – our

customers.”

A CASE STUDY DOMINICANA

INCREASING OPPORTUNITIES ABROAD DOMINICANA needed a technology partner that

could adapt more quickly to increasing complexity,

meet the market demands of an international

selling environment, and provide a seamless

connection between online and offl ine booking

operations.

DOMINICANA chose Sabre for its global

experience and capabilities, especially in North

American and Latin American markets. Sabre Red

Workspace powers DOMINICANA'S call center

and customised Sabre Web Services connect

quickly to DOMINICANA'S websites and travel

planning tools.

DOMINICANA has seen an increase in business

since switching to Sabre: Bookings are up 20

percent year over year, and the company is better

prepared to add more offi ces and travel options for

its customers in the future.

Sabre gives us more offerings and better rates which is an ideal

combination whether a customer is shopping online or calling us to help with their booking. With Sabre API’s

and Sabre Red Workspace, our online and offline booking operations are

identical now so the customer wins and so do we.

Lilian Núñez, General Manager, Viajes Dominicana Tours

A CASE STUDY DOMINICANA

Action: Sabre expands horizons and empowers new markets.DOMINICANA selected Sabre for its ease of use,

better fares, and improved booking capabilities. From

airline seating, to room availability, the enhanced visibility

gives DOMINICANA customers more options to choose

and buy.

“Like any other business, we can only sell what we

have in inventory, what we have available,” said Núñez.

“Sabre gives us more offerings and better rates which is

an ideal combination whether a customer is shopping

online or calling us to help with their booking. With

Sabre API’s and Sabre Red Workspace, our online and

offl ine booking operations are identical now so the

customer wins and so do we.”

DOMINICANA’S personal touch is part of its brand

appeal. Its website makes online shopping easy with a

bright, colorful, and inviting user experience that is

powered by Sabre Web Services. For customers that

want to speak with someone by phone, the Sabre Red

Workspace is on all desktops so the same selections

and pricing are in synch when booking through the web

or a phone call.

“We have a saying in Spain that is roughly translated to

‘everyone has the same coffee’ meaning there’s no real

difference in some products or services,” said Núñez.

“That is absolutely not true with Sabre. Its people,

products and processes are clearly different and better

than others. We’ve seen it and experienced it.”

Lilian Núñez, General Manager, Viajes Dominicana Tours

A CASE STUDY DOMINICANA

Outcomes: Rising to the challenge.

Upgrading to Sabre has helped us grow our bookings by 20 percent, with the same

number of happy and productive team members.

And when we do want to add more offices or staff, we

know that the Sabre solutions can handle the growth. The

Sabre platform is an essential part of our business plan

going forward and we know we can count on it.

Lilian Núñez, General Manager, Viajes Dominicana Tours

The new Sabre implementation at DOMINICANA

has gone smoothly, said Núñez. Internally,

DOMINICANA employees have been pleased with

the speed and new automation tools for booking,

changes, and refunds. Fewer clicks by customers

and employees mean time savings that can now

be directed to more selling and problem-solving.

“With automated exchanges we have saved up

to 20 minutes per transaction,” said Núñez. “That

equals a savings of over one full business day

saved for every 50 tickets exchanged.”

The time savings are being used for better

service but also to prepare for future growth.

DOMINICANA has also implemented Sabre

Web Services, specifi cally, the Mobile First and

SOAP API’s. Sabre Dev Studio even developed

a custom solution fully facilitating the entire

integration process.

As for the future, the positive news has spread to

DOMINICANA’S sister companies in Grupo VDT

and more business units are starting to rely more

on Sabre for airline and hotel bookings. Sabre’s

meta channel optimization capabilities and better

search engine compatibility should also make a

difference in DOMINICANA’S reach and topline

performance in the years to come.

“The Latin American market is one of the fastest-

growing areas in the world in terms of populations

and business growth,” said Núñez. “Demand will

increase, service levels will need to rise, margins

will always be under pressure. We’re better prepared

to face all of those challenges with Sabre.”

Sabre is an innovative technology company that leads the travel industry by helping our customers succeed.

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